Case Study: GODIVA achieves 8x customer service productivity with Gladly

Godiva's Customer Service Team Increased Productivity by 8X

Godiva, the luxury chocolatier known for its premium customer experience, struggled to deliver the same personalized service in its contact centers. Its ticket-based system was inefficient and too impersonal for a high-touch brand, and its global operations needed a platform that could fit existing workflows. Gladly helped Godiva move beyond treating customers like tickets and toward a more customer-centric service model.

Using Gladly’s responsive, customizable customer service platform with unified inbox and routing capabilities, plus support across voice, email, chat, social, SMS, and Facebook Messenger, Godiva equipped agents to handle any issue on any channel. Gladly’s training and on-site support also helped improve adoption and confidence. As a result, Godiva increased customer service productivity by 8x, improved agent efficiency across email and chat, and delivered faster, more personalized support with higher customer satisfaction.

GODIVA

Mary Mikus

Corporate Business Lead